THE UTEP PhoneCenter:
What’s the difference?
Telephone fund raising
What’s the difference?*
• Telemarketing is associated with sales
or selling, but telemarketing is so much
• We consider ourselves to be
professional telephone fund-raisers.
Telephone Fund Raising*
The main advantage telephone fund-
raising has over other types of
solicitation is that it allows prospects to
have an _________ ________
________ with trained professionals,
who completely answer questions, raise
funds and gather information.
• Be persistent, but polite;
• “Face” rejection, but remain positive;
• Comfortable on a specific project;
• Make the prospect feel important.
Keys to Success
• Begin each call with a confident,
• Personalize and establish rapport;
• Actively listen;
• Be empathetic and patient;
• Close the call in a positive, professional
• Be the last person to hang up the
Purpose of the Call
• To raise money for the University
• To be the personal liaison between your
prospect and UTEP.
• To verify and update the prospect’s
records, pledge information and
correctly record the final response to
• Annual Campaign for Excellence (ACE)
• The Dean’s Campaign
• Donor Society Membership Drives
• The President’s Campaign
• Local Business Campaign
Who Supports These Programs
Corporate Foundations (9.3%)
Private Foundations (9.3%)
Expectations of Representatives
• Leadership, professionalism, courage and
strength of character.
• Be enthusiastic, upbeat and friendly during
• Always be polite!
• Treat each call individually.
• Ask for a specific dollar amount at least 3
to 4 times on every call.
• Do your job well even when no one is
What is communication?
1. Define communication.
2. What are the different ways in which
3. What qualities or characteristics should
the effective communicator possess?
4. What causes poor communication?
• You will be using your voice to send a
very important message to your
• Prospects will not only listen to your
words but how you say them. They will
visualize the way you look and how you
• Are you personable, intelligent,
confident, competent and dynamic?
• Or, are you ignorant, insecure,
incompetent, or passive?
Your voice is your tool. Since your call on
behalf of UTEP, prospects not only form
opinions and judgements of you, but of
UTEP as well. You are the university!
You and your attitude
attitude is the key
Six Steps to the Call
1. Pre-call Planning
2. Introduce Yourself
3. Establish a Relationship
4. Deliver the Message
5. Answer Questions and Overcome
1. Pre-Call Planning
• Review the prospect information and think about the
person you’re calling
• Your main goal is to receive a commitment for a
specified pledge. Try to upgrade each pledge or just
• Continue to develop you oral skill and listening
techniques. Know your strengths and weaknesses.
• Know all of the project specific information learned in
training in order to answer all questions correctly and
2. Introduce Yourself
“Hello. May I please speak with Mr. Steve
“Hello, M/M _______, my name is __________.
I’m a student calling from UTEP. How are
you this evening?”
3. Establish a Relationship
“How are you this evening? We’re
glad we were able to get a hold
4. Deliver the message
“Mr. ______ our recent national
recognition could not have happened
without alumni like you who support the
university. Tonight we want to offer
you the opportunity to renew your
support with a gift of $1,000.”
We have included a copy of our
typical script. Keep in mind that
scripts change with every key
area. Sometimes words change,
sometimes the entire format
changes. Your script may contain
anywhere from two to four asks.
The “Ladder Ask”
Steps of Negotiation
• Primary Ask--Acknowledgement & support
• Second Ask--Overcome the Objection
• Third Ask--Overcome Objection/Verify
• Fourth Ask--Overcome Objection
• Optional Ask
“Over the years, UTEP has prepared
students, like yourself, for success in
the academic and business world. You
can encourage this rich tradition to
continue with a leadership gift of $500.
Can we count on you to join other
alumni w/a gift of $500?”
“Your gift to the annual fund will assist UTEP in
many areas such as
• student programs
• recruit and retain quality faculty members
• the library
As you can see, your gift will help maintain this
approach to an excellent educational experience
for the students. Can we count on you to
participate with a gift of $200?”
“M/M ______, this year marks the 86th
anniversary of UTEP. To honor our
dedication to providing students with
the best preparation for the challenges
that face them, many alumni are
showing their support with a symbolic
gift of $86. Can we include you support
with a gift of $86?”
“Many corporations and foundations
look at alumni support when deciding
their level of investment. So you can
see it’s not necessarily the size of
your gift, rather your participation
that is most important. Can I put you
down for a gift of $50?”
1. Always use the Primary Ask and the
acknowledgement and support
2. Ask for a pledge as many as 4 times
3. Immediately say “thank you…”
4. Adhere to the script
5. Attempt each prospect in order
6. Try different techniques
7. Do not ask for an amount lower than the last
8. Follow the close verbatim.
Five Basic Needs
5. Answering Questions and overcoming